Help Desk Analyst

Job description:

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.

• Investigates and resolves computer software and hardware problems of users.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

• Talks with technical and non-technical co-workers to research problem and find solution.

• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Create and escalate Remedy trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed to ensure resolution

• Follow quality standards, and displays strong customer service skills.

• Able to work in a team environment.

• Complete assigned tasks.

• Excellent communication skills; both written and spoken.

• Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory

• Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.

• Research and update, as needed, reference publications and diagnostic aids to seek information necessary to resolve end user issues.

Required Skills:

• Experience with call tracking and ticketing software

• Attentive to details and ability to be resourceful (using supplied documentation)

• Ability to support users with limited knowledge of computers, software, hardware and systems

• Excellent communication skills and telephone manner.

• Excellent organizational skills

• Incident Management experience – Managing incidents including business expectations and communication

• Basic User & Security Group Active Directory administration

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013

• Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)

• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

• 2+ years previous IT Service Desk and/or Call Center experience required

· Experience with call tracking and ticketing software

· Attentive to details and ability to be resourceful (using supplied documentation)

· Ability to support users with limited knowledge of computers, software, hardware and systems

· Excellent communication skills and telephone manner.

· Excellent organizational skills

· Incident Management experience – Managing incidents including business expectations and communication

· Basic User & Security Group Active Directory administration

· Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2013

· Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation)

· You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

· Previous IT Service Desk and/or Call Center experience

All your information will be kept confidential according to EEO guidelines.